ES Enterprise Ops - Program Manager

Madison, WI, USA ● VirtualReq #313

Tuesday, March 26, 2024

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

• As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.

• Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.

• Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

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About the Role:

Windstream’s Enterprise Strategic Accounts program is responsible for implementing a holistic customer success and retention strategy for our largest enterprise customers. The Program Manager will engage with customers, account team members and ecosystem partners in support of a portfolio of regionally aligned top accounts. The Program Manager will be responsible for reviewing health, our governance and engagement framework for each customer and mentor to practices that meet our standard of excellence using an associated framework. Mentoring of account teams and support of customers may be executive-facing, and will include discussing and assessing current account-specific practices in place, including frequency and substance of customer touchpoints, cadences with various levels and functional leaders within our customers’ organizations, assessing our alignment with our top customers’ expectations and needs, and identify and support execution and inspection ongoing of opportunities for improvement and follow-through, surgically and programmatically.

This position will be responsible for tracking via KPIs the program’s governance/communications cadences over time for each customer, confirming standard practices remain active at the hands of the account team, executives where aligned, and ensure health checks, improvement plans, business reviews and roadmap and capabilities mapping discussions are occurring to keep Windstream relevant to our customers evolving needs as a part of the customer journey. It is the Program Manager’s responsibility to identify if the framework of excellence and associated habits have lapsed or require attention and coaching, and working with the account team and customers towards reinstatement.

The Strategic Accounts Program is responsible for partnering with account teams and leaders on establishing and maintaining customer satisfaction at all levels of the customer’s organization. The primary objective of the role and of the program, whether our top customers are in term or in window, is to remove barriers to future renewal pursuits when it is time for our customers to consider their options and choose us because of our alignment throughout the customer journey.

What You’ll Do:

• Be responsible for performing an internal health checks, and for assessing governance and gaps against our Strategic Accounts program framework that defines best practices and cadences our business is committed to performing for a regionally-aligned portfolio of top customers.

• Lead the development and oversight of risk mitigation plans to resolve issues impacting or potentially impacting customer experience, with prioritization built around customers with an impending renewal event, for a regionally-aligned portfolio of top customers. Provide constant flow of chat and system responses for course correction supporting a customer need.

• Responsible for leading and coordinating a number of interdependent projects to achieve strategic objectives within the program framework, orchestrating the internal ecosystem leaders and CSMs/CSM Directors to achieve customer-confirmed resolution.

• Identify customer experience impact trends, including impacted revenue and relationships.

• Partner with the back office to determine root cause of issues, represent the business’ requirements, track and drive fix activities with the executing ecosystem team members to resolution.

• Develop content for the Customer Success Manager community pertaining to our Strategic Account framework of excellence that quickly provides the required process / steps to execute consistently for our customers, including but not limited to business review templates and internal / customer-facing executive dashboards to share status against initiatives.

• Organize Elite Reviews or similar reviews for our top customers.

• Measure and monitor key performance indicators (KPIs) and return on investment (ROI) of the program initiatives.

• Manage internal resources across the Strategic Accounts program.

• You will report to a Senior Director, Customer Success.

Do You Have?

• The ability to partner and communicate effectively at all levels of an organization both internally and customer-facing collaborating and instilling confidence in our plan and our progress to lead the improvement plan and address critical business issues. High level of comfort negotiating with customers, and internally on behalf of customers. Strong interpersonal skills, in conjunction with management skills to guide cross-functional teams on behalf of the customer experience.

· Demonstrable excellence in defining program roadmap and project plans, roles and responsibilities and communications plan and holding all parties to account, internally and externally, to ensure success.

· Ability to manage and communicate a clear vision of the program and/or project's objectives, and motivate the project team to achieve them.

· Working knowledge with Office365 applications, especially Excel.

· Ability to organize program / project documentation and updates to relevant knowledge bases within Windstream throughout a customer mitigation plan or other customer-facing engagement.

· Strong business acumen displaying comfort in making decisions balanced between customer needs and Windstream financial principles.

· Ability to balance between multiple competing top priorities, with emphasis on risk management and project management discipline.

· A mindset of not accepting the status quo, with a determination to positively bring stakeholders to the table for a discussion of needs bringing the business justification/background required to favorably impact a successful outcome with velocity.

· Education: Bachelors degree or equivalent business experience (5+ years)

Even Better:

• Experience: 5+ years in program management, customer success, account management, project management, and executive-facing communications.

· Familiarity with network, security and unified communications services.

· Certifications or training directly related to the position.

Minimum Requirements:

Experience: 5+ years in program management, customer success, account management, project management, and executive-facing communications.

Physical Tasks - Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance : Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier

The starting compensation range for this position is $89,300 to $117,200.

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Our Benefits:

• Medical, Dental, Vision Insurance Plans

• 401K Plan

• Health & Flexible Savings Account

• Life and AD&D, Spousal Life, Child Life Insurance Plans

• Educational Assistance Plan

• Identity Theft, Legal, Auto & Home and Pet Insurance

• https://windstreambenefits.com

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets – Veteran Employee Resource Group

• WOW – Women Employee Resource Group

• WINPRIDE – LGBTQ+ Employee Resource Group

• WBPN – Black Professional Resource Group

• WARG – Ability Resource Group

• LaFamilia –Hispanic Resource Group

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Other details

• Job FamilyProject Management

• Job FunctionProject Management

• Pay TypeSalary

• Telecommute %100

Apply Now

• Madison, WI, USA

• Virtual

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